1. North Carolina Serials Conference April 2004 Panel Presentation: Impact of E-Resources Mike Phillips - John Wiley & Sons, Inc. (miphilli@wiley.com)

2. Impact of E-Resources John Wiley’s E-Resource: –“Wiley InterScience” –Impact on : business units people culture products

3. Impact of E-Resources John Wiley & Journals ….. period –John Wiley & Sons, Inc - 1807 –Peter Wiley - 8th generation Wiley –Just Journals no real need to know the customer no real need to know what customer purchases know the agents know the $$$$ & ¢ ¢ ¢ ¢

4. Impact of E-Resources Fast forward 190 years –1807 --> 1997 - 1st year of Wiley InterScience –Impact on business units : Management Technology Sales Legal Marketing Customer Service

5. Impact of E-Resources Impact on Management –New Division : STM - Electronic –Build a Technology Team –Build a Sales Organization –Modify existing business units Customer Service, Accounting, Finance, Legal –Improve communication within Wiley outside Wiley –Stay very current w/competition & trends

6. Impact of E-Resources Impact on Technology –People (WWW) Designers Systems Analysts / Programmers - searching / indexing / presentation Network - Speed / Security / Uptime / Backup / Disaster Recovery Connectivity - IP addresses / Remote Access Usage Statistics Back Office Systems - Acctng, Cust Svc, Legal...

7. Impact of E-Resources Impact on Sales –Build a Team –Develop Sales / Pricing Model –Develop negotiation strategies –Need to know customer –Need to know customer purchases

8. Impact of E-Resources Impact on Legal –Lawyers –Electronic Licensing Academic Institutions / Consortia / Corporations Terms of Usage State Regulations Confidentiality Cancellations Archiving

9. Impact of E-Resources Impact on Marketing –Direct Mail –E-mail –Promotions –Collateral –Presentations –Conferences

10. Impact of E-Resources Impact on Customer Service –Customer detail –Invoice issues - customer / agent –Access issues –Back Office Systems Integration of historical data w/new systems Customer Svc / Accounting / Finance / Collections

11. Impact of E-Resources Impact on Product –Non-Journal Products Different content / design Cross-product integration Different pricing models / archival rules New cross-product promotions –Knowing what customer may need / want now / next

12. Impact of E-Resources Wiley - 2004 and beyond –Evolve –Adapt –Listen –Learn –Improve

13. THANK YOU !! Mike Phillips - John Wiley & Sons, Inc. (miphilli@wiley.com)